Ofwat Customer Experience Survey Q 2 201617 Weighted

Ofwat Customer Experience Survey Q 2 2016/17 Weighted and unweighted scores Final results 10/10/16 Slide

Quarter 2 weighted scores Slide 2 Rank Overall score 4. 34 Rank Clean water score 4. 17 Rank Waste water score 4. 25 Billing score 4. 50 Affinity 4. 23 13 4. 34 14 4. 12 10 Anglian 4. 39 8 4. 51 10 4. 37 6 4. 15 6 Bournemouth 4. 52 5 4. 50 11 4. 54 2 Bristol 4. 46 6 4. 64 4 4. 28 7 Dee Valley 4. 36 10 4. 68 2 4. 02 11 Northumbrian 4. 53 4 4. 55 8 4. 22 8 4. 78 1 Portsmouth 4. 58 1 4. 72 1 4. 45 4 Severn Trent 4. 31 12 4. 62 6 3. 96 13 4. 06 9 South East 4. 21 14 4. 47 12 3. 94 15 South Staffs 4. 32 11 4. 47 12 4. 16 9 South West 4. 11 16 4. 34 14 3. 92 16 3. 83 10 Southern 4. 04 18 4. 15 18 3. 73 18 4. 12 7 Sutton & East Surrey 4. 06 17 4. 26 16 3. 87 17 Thames 4. 15 15 4. 23 17 3. 97 12 4. 16 5 United Utilities 4. 42 7 4. 68 2 3. 96 13 4. 39 3 Welsh 4. 54 3 4. 60 7 4. 61 1 4. 34 4 Wessex 4. 58 1 4. 63 5 4. 49 3 4. 55 2 Yorkshire 4. 39 8 4. 53 9 4. 38 5 4. 12 7 Rank

Quarter 2 weighted Wa. SC and WOC scores Wa. SCS Overall score 4. 39 Rank 7 Clean water score 4. 37 Rank 4 Waste water score 4. 15 Rank 5 Billing score 4. 51 Rank 6 Northumbrian 4. 53 3 4. 55 5 4. 22 5 4. 78 1 Severn Trent 4. 31 7 4. 62 3 3. 96 7 4. 06 9 South West 4. 11 9 4. 34 8 3. 92 9 3. 83 10 Southern 4. 04 10 4. 15 10 3. 73 10 4. 12 7 Thames 4. 15 8 4. 23 9 3. 97 6 4. 16 5 United Utilities 4. 42 4 4. 68 1 3. 96 7 4. 39 3 Welsh 4. 54 2 4. 60 4 4. 61 1 4. 34 4 Wessex 4. 58 1 4. 63 2 4. 49 2 4. 55 2 Yorkshire 4. 39 5 4. 53 6 3 4. 12 7 Rank 6 Billing score 4. 34 Rank 7 4. 38 Clean water score 4. 12 Rank 5 Anglian WOCS Overall score Affinity 4. 23 Slide 3 Bournemouth 4. 52 2 4. 50 4 4. 54 1 Bristol 4. 46 3 4. 64 3 4. 28 3 Dee Valley 4. 36 4 4. 68 2 4. 02 6 Portsmouth 4. 58 1 4. 72 1 4. 45 2 South East 4. 21 7 4. 47 5 3. 94 7 South Staffs 4. 32 5 4. 47 5 4. 16 4 Sutton & East Surrey 4. 06 8 4. 26 8 3. 87 8

Quarter 2 unweighted scores Overall score 4. 33 Rank Clean water score 4. 17 Rank Waste water score 4. 25 Rank Billing score 4. 51 Affinity 4. 23 12 4. 34 14 4. 12 10 Anglian 4. 35 8 4. 51 10 4. 37 6 4. 15 6 Bournemouth 4. 52 3 4. 50 11 4. 54 2 Bristol 4. 50 6 4. 64 4 4. 28 7 Dee Valley 4. 38 7 4. 68 2 4. 02 11 Northumbrian 4. 52 3 4. 55 8 4. 22 8 4. 78 Portsmouth 4. 59 1 4. 72 1 4. 45 4 1 Severn Trent 4. 21 14 4. 62 6 3. 96 13 4. 06 South East 4. 22 13 4. 47 12 3. 94 15 South Staffs 4. 32 11 4. 47 12 4. 16 9 South West 4. 04 17 4. 34 14 3. 92 16 3. 83 10 Southern 4. 00 18 4. 15 18 3. 73 18 4. 12 7 Sutton & East Surrey 4. 08 16 4. 26 16 3. 87 17 Thames 4. 12 15 4. 23 17 3. 97 12 4. 16 5 United Utilities 4. 33 10 4. 68 2 3. 96 13 4. 39 3 Welsh 4. 52 3 4. 60 7 4. 61 1 4. 34 4 Wessex 4. 58 2 4. 63 5 4. 49 3 4. 55 2 Yorkshire 4. 34 9 4. 53 9 4. 38 5 4. 12 7 Overall Slide 4 Rank 9

Quarter 2 unweighted Wa. SC and WOC scores Wa. SCS Overall score 4. 35 Rank 7 Clean water score 4. 37 Rank 4 Waste water score 4. 15 Rank 4 Billing score 4. 51 Rank 6 Northumbrian 4. 52 2 4. 55 5 4. 22 5 4. 78 1 Severn Trent 4. 21 7 4. 62 3 3. 96 7 4. 06 9 South West 4. 04 9 4. 34 8 3. 92 9 3. 83 10 Southern 4. 00 10 4. 15 10 3. 73 10 4. 12 7 Thames 4. 12 8 4. 23 9 3. 97 6 4. 16 5 United Utilities 4. 33 6 4. 68 1 3. 96 7 4. 39 3 Welsh 4. 52 2 4. 60 4 4. 61 1 4. 34 4 Wessex 4. 58 1 4. 63 2 4. 49 2 4. 55 2 Yorkshire 4. 34 5 4. 53 6 3 4. 12 7 Rank 6 Billing score 4. 34 Rank 7 4. 38 Clean water score 4. 12 Rank 5 Anglian WOCS Overall score Affinity 4. 23 Slide 5 Bournemouth 4. 52 2 4. 50 4 4. 54 1 Bristol 4. 50 3 4. 64 3 4. 28 3 Dee Valley 4. 38 4 4. 68 2 4. 02 6 Portsmouth 4. 59 1 4. 72 1 4. 45 2 South East 4. 22 7 4. 47 5 3. 94 7 South Staffs 4. 32 5 4. 47 5 4. 16 4 Sutton & East Surrey 4. 08 8 4. 26 8 3. 87 8